Job Description

Customer Relationship Management:

Develop, maintain, and nurture strong relationships with customers, ensuring high levels of satisfaction and loyalty. Act as the primary point of contact for customers throughout their service journey, from inquiry to post-service follow-up. Resolve complex customer issues and complaints with professionalism, ensuring customer retention and brand trust.

Service Delivery Excellence:

Oversee the end-to-end service process for customers, ensuring timely and quality service delivery. Monitor service team performance, ensuring adherence to Hyundai Motors' service standards and best practices. Ensure accurate communication and seamless interaction between departments (e.g., Service, Parts, Sales) to improve the customer experience.

Point-to-Point Service Coordination:

Manage the complete lifecycle of customer service touchpoints, from initial request to service completion, ensuring a smooth experience. Leverage a point-to-point approach to identify and mitigate any gaps in service delivery and improve customer touchpoint management.

Process Improvement:

Analyze customer feedback and service metrics to identify areas for improvement in service processes and customer communication. Suggest and implement strategies to streamline service operations, improve quality, and enhance customer satisfaction.

Team Leadership & Training:

Mentor and guide service staff in delivering exceptional customer experiences and meeting company service targets. Train and motivate the team to adopt Hyundai's customer-centric values and maintain high standards of service. Collaborate with cross-functional teams to ensure smooth operations and alignment with customer satisfaction goals.

Reporting & Analytics:

Prepare and present regular reports on customer satisfaction, service performance, and KPIs to senior management. Use data-driven insights to continuously refine customer service strategies and contribute to business growth.

Experience:

Minimum 5-7 years of experience in customer service/relationship management, preferably in the automotive industry. Proven experience working with Hyundai Motors or a similar automotive brand is highly preferred. Strong point-to-point service management experience, overseeing customer touchpoints across multiple service stages. Exceptional communication and interpersonal skills, with a customer-first mindset. Strong problem-solving skills with the ability to resolve complex customer issues. Excellent organizational skills and attention to detail. Ability to work under pressure and handle high-stress situations with grace. Strong leadership qualities with a focus on mentoring and developing a high-performance team. Proficient in CRM tools, service management software, and Microsoft Office Suite (Excel, Word, PowerPoint). Knowledge of Hyundai Motors' service processes and standards (or a similar brand). Understanding of service lifecycle management and customer journey mapping.
Job Type: Full-time

Pay: ?25,000.00 - ?30,000.00 per year

Benefits:

Health insurance Paid time off
Work Location: In person

Speak with the employer

+91 9870208940